Customer Care

Delivery

What are the freight charges?

Receive FREE Shipping on all orders over $100.00 within Australia. For orders under $100.00, shipping is a flat rate charge of $10.00
Australia wide. Standard shipping within Australia takes approximately 1-5 business days. Second day and overnight delivery is
available for an additional charge. Please phone Website Customer Service on 02 9531 1244 during business hours, or email shop@urbanrituelle.com.au to receive a quote for express shipping.

Urban Rituelle now offers international shipping! Simply enter your country and postal code at the checkout. Freight to your shipping
destination will then be automatically calculated. Please note we cannot ship Perfumes due to shipping restrictions.

Terms & Conditions: Free Shipping does not apply to international or wholesale orders.

How long will it take to receive my order?

All care is taken so that when an order is placed we will dispatch as soon as possible.

Orders are dispatched on Monday, Thursday & Friday every week.

For all orders & payments received between 12pm Friday & 12pm Monday EST on Australian/NSW business working days, goods will
be packed & dispatched on the Monday.

All orders & payments placed between 12pm Monday to 12pm Friday EST will have their orders dispatched on Thursdays & Fridays.

Please allow 1-5 business days for delivery within Australia.

Can I track my parcel?

Once you have placed your order through this site, you will receive a confirmation email with information about your purchase and
an order number. You will also be notified by Australia Post via email when your order has been dispatched, along with your
tracking number. Once dispatched, your order can be tracked via http://auspost.com.au/track/. To
check on the status of any other order please email shop@urbanrituelle.com.au or phone our website customer service on 02 9531 1244.

Do I need to be at home to receive the items?

If no one is home, Australia Post will either leave your box in a safe place, or leave a calling card. If a calling card is left,
your item will then be available for collection from your nearby Australia Post retail outlet.

Does Urban Rituelle ship orders to international destinations?

Yes. Urban Rituelle now offers international shipping! Simply enter your country and postal code at the checkout. Freight to your
shipping destination will then be automatically calculated. Please see important note on shipping perfumes overseas below.

Shipping Perfumes to International destinations - Restricted Items

Due to customs restrictions, Perfumes are NOT available for international shipment. Consequently, you may see these items on our
Australian site, but unfortunately we are unable to supply them to our international customers. Please remove these items from
your shopping bag if the shipping destination is outside of Australia.

What do I do if my order hasn't arrived?

Once your order has been dispatched you will receive a confirmation email with parcel tracking number from Australia Post. If you
have not received your parcel within three days of dispatch, please track your order via http://auspost.com.au/track/, or check
with your local Post Office. Alternatively, contact us on 02 9531 1244 or email shop@urbanrituelle.com.au.

What is your policy when items are RTS (return to sender?)

If for any reason we have made an error which has resulted in us not sending the parcel to the correct address and the parcel has
been returned to us, we will immediately re-ship it to you at our cost to your correct address.

If however, the parcel has been returned to us as a result of error or inaction on your part, and we incur additional charges for
the return shipment and then for shipment back out to your advised address, then we reserve the right to pass these additional
charges that we incur onto you, as a condition of sending the parcel back to you.

Examples of error or inaction are if you enter an incorrect or incomplete address (including not noting a company name where delivery
is to a business address) or where you do not claim the parcel for more than 2 weeks from when the delivery driver leaves a
card in your mailbox notifying you of their attempted delivery.

If you opt to cancel the order if the item is returned to us then we will refund you less all shipping costs incurred.

Returns

What is your returns policy?

Urban Rituelle would like you to be satisfied with your purchase. To return or exchange your online purchase or for any other order
discrepancy, please email us at shop@urbanrituelle.com.au within 7 days
of invoice date.

We will send you a Returns Authorisation Form which you are required to return with the goods. Please note, we cannot accept any
returns without this Returns Authorisation Form. As we use an external delivery party (Australia Post E-Parcel) please note
that all shipping costs are the responsibility of the buyer. We are unable to refund the freight charges.

Please return all items in the original packaging and in the exact condition as received. If any item is not received in the exact
condition as dispatched, a refund or exchange will not be offered. Any damage incurred during transit to Urban Rituelle is
the responsibility of the sender and any damaged items will not be refunded or exchanged. Urban Rituelle is not responsible
for customer returns that are not received. No return or exchange on sale items. Refunds and exchanges are generally processed
within 48 hours of receipt. For refunds, we will credit your original method of payment.

Urban Rituelle only accepts returns purchased from urbanrituelle.com.au on-line store. If you have purchased an Urban Rituelle
product from another retailer please contact that retailer directly.

Please ensure you have made your selection carefully. It is important to note we do not exchange or refund on ‘change of mind.'

What happens if the product I ordered is not what I receive?

If the product is not what you originally ordered in your purchase order, we will happily replace the product with what you want
and cover the shipping charges. It is important the incorrect product is returned within a 10 day period, calculated from the
receipt of goods date.

We will send you a dispatch label which you attach to the parcel and then take it to any Australia Post retail outlet. You will
receive a Proof of Posting receipt bearing a unique barcode number which can be used to track the parcel.

What if the items I receive are damaged in shipping?

If your package was damaged in shipment, please call our Website Customer Service on 02 9531 1244 or email shop@urbanrituelle.com.au.
Please note we pay require photos of the damaged goods. You can return your damaged product and we can replace it for you free
of charge.

If you still have further questions please don't hesitate to contact Urban Rituelle on 02 9531 1244 and ask for Website Customer
Service.

10% OFF

Please note that due to customs restrictions, unfortunately Perfumes are NOT available for international shipment. Please remove these items from your shopping bag if your shipping destination is outside of Australia.